Scottish charity launches digital ‘lifeline’ to slash casework backlogs

A Scottish charity has launched a new “lifeline helpline” to speed up casework and “ease the burden” of elected members.

Advice Direct Scotland has set up phone and email helplines for constituents looking to resolve disputes in areas such as benefits, employment and housing.

Staffed by experts, the helpline aims to tackle long waits on cases by offering a “direct line” to those responsible for resolving disputes.  

The launch, at the SEC in Glasgow, was attended by politicians across different levels of government, including Labour MP Frank McNally and Midlothian councillor Margot Russell.

Andrew Bartlett, chief executive of Advice Direct Scotland, said: “This is a real lifeline helpline for councillors, caseworkers and the constituents they serve.

“We were keen to let people know that we are here to help.

“We can take on casework for you. This is all about supporting elected representatives to support their community.”

Connecting constituents to energy suppliers, the helpline hopes to offer a “swift resolution” on billing or meter issues and promises to escalate the issue to the Energy Ombudsman if the case remains unresolved for more than eight weeks.

It also has access to the Extra Help Unit, which allows the charity to refer vulnerable customers at risk of power disconnection or power outages.

Beyond energy concerns, the helpline will also offer support with benefit checks and applications such as Pension Credit, and aim to expedite consumer complaints by offering to connect constituents to Trading Standards.